Service Centre Officer

Job Description

The Service Centre Officer supports hotel guests through telephone and service requests, coordinates with operating departments, records requests accurately, and follows up to ensure timely resolution. Candidates typically need strong spoken English and Cantonese; Mandarin is an advantage. Previous experience in a hotel, guest services, call centre, or customer-facing role is preferred, although suitable applicants with a positive attitude may be considered. The role requires excellent communication, listening, multitasking, computer, and problem-solving skills. Candidates are expected to remain polite and professional under pressure, demonstrate detailed knowledge of hotel facilities and services, protect guest confidentiality, and work flexible shifts, including weekends and public holidays.

Company Info

Shangri-La is a leading luxury hospitality group founded in Hong Kong, operating hotels, resorts, and related properties across Asia, the Middle East, Europe, North America, and other international markets. The company is recognised for personalised service, refined accommodations, dining, wellness facilities, and strong attention to guest experience. Shangri-La Hotels and Resorts employs people across hotel operations, food and beverage, engineering, finance, sales, and guest services. Its Hong Kong properties serve business and leisure travellers and reflect the group’s Asian heritage and service culture. Employees are generally expected to demonstrate courtesy, professionalism, teamwork, cultural awareness, and a genuine commitment to exceeding guest expectations. Benefits and development opportunities vary by property, position, and employment contract.

Destination Guide

Hong Kong offers strong opportunities in hotels, tourism, aviation, finance, retail, technology, and professional services. The culture combines Cantonese traditions, international influences, efficient city living, and a fast-paced work environment. Residents enjoy excellent public transport, diverse restaurants, shopping, hiking, beaches, and nearby islands such as Lantau and Cheung Chau. Accommodation can be expensive, especially in central districts, so many workers share flats or live in areas connected by the MTR. Foreign employees normally require an appropriate work visa arranged with employer support; the General Employment Policy is commonly used for professional roles, while eligibility depends on qualifications, salary, and the employment contract. Applicants should confirm visa, housing, insurance, and tax arrangements before relocating. Cantonese is valuable for local customer-facing work, while English is widely used in international hotels.